항만물류 서비스품질이 고객만족 및 고객충성도에 미치는 영향

Abstract

In recent years, with the growth of the world economy and the development of international trade, the competition between the ports of the world has become increasingly fierce. From the perspective of port marketing, the competitiveness of the port depends on the customer's satisfaction with the quality of port logistics services. First of all, the definition of port logistics service quality is "subjective evaluation of port services". After customers arrive at the port, or receive or pay for goods, they enjoy the services provided by container terminals or loading and unloading companies. Then, with respect to it, this study was conducted by the major shipping companies and shipping agencies using Qingdao Port on the basis of SERVPERF model. The results of this study were obtained through SPSS and AMOS analysis. First, speediness has the greatest impact, followed by tangibleness, safety, responsiveness, informatization and reliability. This result has provided sufficient suggestions for the future direction of customer satisfaction in Qingdao Port. Second, the higher the quality of service of the port to the customer, the higher the loyalty of the customer. Third, the higher the cost for customers to change ports, the lower the customer's satisfaction with the port. This article proposes the concept of port service quality from the theoretical background. Through practical verification, it confirms the influence of port service quality on customer satisfaction and loyalty. This article puts forward the key point of the port logistics service strategy, and provides valuable advice for the backward development of Qingdao Port.